Best Western Plus Newport Beach Inn

November 10, Mr [redacted] CC: Revdex.com ID# [redacted] Dear Mr [redacted] , Thank you for taking the time to contact the Revdex.com in regard to your stay at our Best Western Plus Newport Beach Inn in Newport Beach, CA I greatly appreciate you taking the time to bring to our attention your service concerns in regard to the rate discrepancies to your billI apologize for any inconvenience it may have caused you It is our goal to consistently provide superior service and have accommodations that our guests LOVEYour comments are very important to me as well as my entire team and are key to our successThe feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the futureWe appreciate the candid feedback we receive and welcome any opportunity to improve On October 1, you confirmed a booking at our hotel for a stay from October thru October This reservation was booked under the California State Government rate at a negotiated rate directly with the State of California for their guests staying at our hotel on State Government businessUpon cheyou were unable to verify your employment with the State of California Our Night Manager, [redacted] , let you know of the rate changes in your reservationLater on that morning you requested to checkout a day before and we allowed it Please contact your travel agent with any discrepancies in your rateYour travel agent is responsible for booking you rates available for all of our guests As a onetime courtesy, I am willing to refund you 50% of your additional chargesYour additional charges were $ I have gone ahead and adjusted $and credited your Visa ending in Please allow up to business hours for it to show on your bank statement If you have any questions, or if there is anything else you would like to share directly with me please call me at [redacted] ***Once again, I appreciate you taking the time to share your comments with usI know you have many choices when it comes to lodging and we hope you will continue to choose the Best Western Plus Newport Beach Inn for your current and future travel needs to Newport Beach, CARegards, [redacted] General Manager

November 10, 2017 Mr. [redacted]
[redacted] CC: Revdex.com...

ID#[redacted]                                 �...⇄     Dear Mr. [redacted], Thank you for taking the time to contact the Revdex.com in regard to your stay at our Best Western Plus Newport Beach Inn in Newport Beach, CA.   I greatly appreciate you taking the time to bring to our attention your service concerns in regard to the rate discrepancies to your bill. I apologize for any inconvenience it may have caused you.   It is our goal to consistently provide superior service and have accommodations that our guests LOVE. Your comments are very important to me as well as my entire team and are key to our success. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve.   On October 1, 2017 you confirmed a booking at our hotel for a stay from October 6 thru October 8. This reservation was booked under the California State Government rate at a negotiated rate directly with the State of California for their guests staying at our hotel on State Government business. Upon check-in you were unable to verify your employment with the State of California.   Our Night Manager, [redacted], let you know of the rate changes in your reservation. Later on that morning you requested to checkout a day before and we allowed it.   Please contact your travel agent with any discrepancies in your rate. Your travel agent is responsible for booking you rates available for all of our guests.   As a onetime courtesy, I am willing to refund you 50% of your additional charges. Your additional charges were $95.44.   I have gone ahead and adjusted $47.72 and credited your Visa ending in 6801. Please allow up to 96 business hours for it to show on your bank statement.   If you have any questions, or if there is anything else you would like to share directly with me please call me at [redacted]. Once again, I appreciate you taking the time to share your comments with us. I know you have many choices when it comes to lodging and we hope you will continue to choose the Best Western Plus Newport Beach Inn for your current and future travel needs to Newport Beach, CA. Regards,[redacted]General Manager

Dear Mr. [redacted], I am sorry that you didn't hear from me directly, you did hear back from [redacted], who is our manager. During the time you said you left me a voice message I did have 1 voicemail from someone who was cutting in and out and I could not understand the message nor a name or phone number. Perhaps that was you. In regards to your invoice you were only charged once. Once your rate changed from the State Gov rate to the lowest published rate, you were charged the difference which is $95.44. As a goodwill gesture we have refunded $47.72 which is 1/2 of the additional rate. I thank you for bringing your comments to my attention. As I stated before, your Travel Agent should have informed you of the rate rules for any reservations booked at our hotel under the State Government rate.No further refund will be issued.We appreciate you sharing your comments with us. Have a great day. Respectfully,[redacted]General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear Mrs. [redacted],   Thank you for your response. We were waiting for the response since October 11th, 2017. Your goal to consistently provide superior service.  I called the front desk of your hotel two times. When we came home from CA, I called the hotel and asked to be transferred to the hotel manager. I left a message and asked for you to call me back,  nobody called me back. I called again to the front desk and asked again for the manager to call me. Manager never called me back.  I then called the customer services and sent  an email. In regards to CA state government rate, my hotel voucher and booking confirmation does not show any government rate or California Id required and I have a copy of that confirmation to prove it. When we checked in on 10/ 06 agent at the front desk accepted our reservation, he did not sign any different rate, nor told us there was a problem, and we did not sign any different rate.  Only the next morning, 10/07 we found a note about the change rate under the door.  So we decided we will not stay any more in your hotel. At the front desk I told them that we are  checking out because they changed the rate and we did not agree with the change. We checked out before 11:00 AM on 10/7. At 11:30AM we were already at the different place. On 10/7 we checked in and stayed in the different hotel. Your hotel charged us for two nights but stayed only one night and checked out before 11:00AM. And again, we received the note about change rate only next morning, 10/7, and we did not agree and did not sign new rate, and checked out. We request credit of $95.44 for the second day when we already checked out. As per your team resolution someone stated that we checked out after check out time which is not true since we checked out way before 11:00 am.    We both are senior citizens and came to CA not for pleasure but for funeral.      Regards, [redacted]  and [redacted]   [redacted]